We’re seeking an Intelligent Automation Lead to design, implement, and optimize operational processes across departments, including our data analytics services and customer success teams. This is a high-impact role focused on AI orchestration, workflow automation, and human-in-the-loop controls.

You’ll leverage automation frameworks, AI models, and integration tools to drive measurable improvements in accuracy, speed, and scalability. From automating document and data workflows to deploying AI tools and technologies that assist frontline teams, you’ll bridge business context with technical execution. Your mission: replace manual effort with intelligent systems that scale quality and consistency across the organization.

You’ll own initiatives end-to-end, turning raw data into information and information into intelligence. From discovery and design through deployment and optimization, you’ll ensure every automation is robust, auditable, and aligned with business outcomes.

This role is central to modernizing our operations by implementing robust automation for existing workflows and or processes, as well as developing and deploying context-aware AI solutions to unlock entirely new, intelligent capabilities

Key Responsibilities

• Partner with business stakeholders to gather requirements and translate them into end-to-end intelligent automation solutions
• Serve as the technical authority in evaluating, selecting, and championing the optimal architectural patterns and integration methods to deliver scalable, reliable, and cost-efficient AI solutions
• Translate ambiguous business challenges into clear, conceptual AI solutions, and take full ownership of designing and delivering the technical approach required to solve them.
• Design, develop, deploy, and optimize automation pipelines integrating AI models, APIs, and databases to eliminate manual steps
• Implement human-in-the-loop review layers and monitoring systems to ensure reliability and compliance
• Document workflows, lead requirements-based testing, and manage change control for all deployed automations
• Define and track KPIs to measure ROI, accuracy, and efficiency improvements, continuously iterating on performance
• Provide hands-on training and support to help stakeholders adopt and evolve automated solutions

What We’re Looking For

• Bring an analytic and strategic mindset to own the technical deliverables of our automation ecosystem, including the documentation of workflows, management of requirements-based testing, and leadership of change control.
• Passion for AI innovation and practical implementation, especially in using LLMs and automation tools to solve operational problems
• Demonstrate a high degree of intellectual curiosity and an 'Art of the Possible' mindset, consistently generating and championing unconventional approaches to solve complex business problems
• Strong communication and collaboration skills; able to translate between business needs and technical solutions
• Analytical mindset with proven ability to identify bottlenecks and design data-driven automations that create measurable business value
• Ability to juggle multiple projects, thrive in ambiguity, and own outcomes end-to-end
• Working understanding of security, data privacy, and guardrails in AI-assisted workflows
• Expertise in prompt engineering, output validation, and mitigating hallucinations in generative models
• Experience integrating REST APIs, webhooks, and data connectors (e.g., HubSpot, Salesforce, internal databases)
• Hands-on experience with:
  • Automation platforms (n8n, Zapier, Make, Power Automate)
  • AI orchestration frameworks (LangChain, LlamaIndex, OpenAI Function Calling)
  • Scripting (Python, JavaScript, or TypeScript for automation logic)
  • Data transformation and analytics (SQL, Python Pandas, or R)
  • AI presentation tools (Gamma, Beautiful.ai, Tome)

What You Bring

• 2+ years in process improvement, automation, or business transformation roles
• 2+ years implementing AI-powered automation solutions or intelligent workflows
• 2+ years of experience in data analytics or systems integration
• Bachelor's degree in Computer Science, Data Analytics, or a related technical field - or equivalent practical experience
• Demonstrated success leading discovery-to-delivery automation projects across multiple systems or departments

Nice to Have

• Experience with cloud IAM roles, data-scoped access control, or entity-level permissions
• Familiarity with AI/ML deployment frameworks (AWS Bedrock, Vertex AI, Azure OpenAI)
• Understanding of containerized automation (Docker, Kubernetes)
• Cloud certifications: AWS, Azure, or GCP
• AI/ML certifications: Azure AI-900, AWS ML Engineer, or GCP ML Engineer

About Intouch

Intouch Insight is a growing technology and managed services company with headquarters in Ottawa, Canada. We take great pride in the Customer Experience ecosystem we’ve created, allowing us to be at the forefront of innovation and driving growth for our clients. We have a 25+ year history and a Fortune 1000 customer-base. Our single platform approach allows multiple data sources such as Survey, Checklists, Mystery Shop and Audit data to use our common reporting platform. At our core, we’re passionate about helping businesses create experiences to win customers for life.

Intouch Insight provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.